Initials Phone ?1 Notes El LW 3:10 Unhappy with the way business is run MB El m1 1 Unhappy with-running out of product. Transferringto a different dispensary. ml 112? 2.:45 -l 10:06 AM 8:30 AM Purchased an ounce of Afgan Skunk on about 8/9 for $350 went back on 9/11 and purchased endurance of Afgan Skunk and the price went up to $450 and they only' had 1/?2 ofwhat they said they would have put aside for him and he has an hour commute LW MB Unhappy with the. product. Transferred .to - MB Running out of product and product isn't very good ?transferred to - LW Over 100 seeds in product, reimbursed only 1/8 when more than thatwas in seeds. A lot of immature seedy product. Unhappy with - MB Called to ?nd out ifthey had the strain for her 8 yr old son and ifthey would take him on 333 patient, was informed that they would indeed take him as a patient. Called back after i called to verify they were taking him and she was told that they don't take minors. Upset that the employees don't know the protocols and procedures and thatshe was given the wrong information the ?rsttime she called. Ma Him and his wife are patients. .won't let him into the dispensing room with his wife any more. He indicated previously that he was allowed into the dispensing room but LW calied me-yhere I am registered and found out thatthey are NOT available by appointment as theirwebsite states. Not only can?t pick up my supply on October because they are open but I was informed that i have to wait to -because they are ciosed on or patients. iwould have never selected this dispensary had I had this information previously. I am very upset that i cannot receive my medication and - the extra wait days may cause my condition to regress.? LW -::alled to report that on several occasions, he has called about a week ahead of his appointment and asked .o set aside a certain strain that he will pick up at his appointment He stated that Issures- him they will set it aside for him. He then calls in to make sure it?s there, and they advise him that they do not have any left. He isupset that they keep telling him they wili hoid productaside for him, and then he gets there and they have not done so. CG 'calied to log a corn plain about She is currently registered with another dispensary but was lookingto switch and when she called 0 get some information she was very unhappy with how unprofessional they were and could not answer any of her questions, such as what strainsthey have available and what chemicals they use on products. CG .alled in very unhappy, she advised that-has barely any flower product available right now, and that shouid not be allowed to happen. Her doctor gave her a choice between opioids and marijuana, so for them to run out of her medicine is unacceptable. She advised they have barely had any ?ower available for ov'er2 months now, and they are now limiting patients to a quarter of an ounce per visit and they will not save any for her.This is her medication; and this should not be able to happen. CEG I Hemp russet mites on clones. Will follow?up with patient afterinvestigation. hammer ciones purchased in Aug/Sept LW Compla . Int Log Patient Name Notes initials Patient alled to soythat he purchased 10 seedsfrom .md they were all ?junk", when he talked to .they said they wouldn?t: "back" the purchase because it is out oftheir hands once the product leavestho door. MB Product is harsh and seedy. -old him to email a photo ofthe seed pods and the product 3 weeks ago but -has not heard back from ?ue Dispensary in regards. MB spider mites and mold on clones purchased a year ago. Knows a patient ?that purchased moldy flower 3 months ago. ow available in clones) UW ecetly, and since she has gonethere none ofthe pensi?catridges work. She'keeps tellingthem they do not work and when they bring her a new one; d1ate so doesn?twork. She keeps leavingthem messegesto address the problem but has not heard beckyet. CEG Pen issues and scheduling issues. .told herthet she would receive a new pen by delivery on Thursday. She was oailingfor a delivery time and did not receive a callback. i called-and he is goingto contactthe patient regarding her delivery UW Hailed to advise she is very dissatis?ed with-She advised they at ?rst forgot to sewer her the clones to her, and en en she called and confronted them, they delivered them and they were of very poor quality. She said she keeps threatening to call Waterbury and reportthe problems she's havingto us and she feels like now theyt'eat her badly and lie to her. She advised theytoid hormey did not have any Cush plants butthen they did have some. She feeisthey are also Iyingto CEG her about not having any seeds and she does not trust they are telling her the-'mrth? "They always putthe producls that co'stthe mostto me, no sale items or promotions ever. Not even letting me know thatif you Sign up and buy, you can get points towards things. Sold me a vaporizer that wouldn't work with the battery I have to purchase one from them. 1 have met someone who goes there and they get all the deeis and promotions but not me: its not like this in Colorado nor Washingoon D.C. Everyone gets the deals and 113 known up front.? Disnensary Phone a Patient Name Notes Call taker initials Tincture side effects higher blood pressure, loss of memory, ino?eased urination, depression, slight increase of seizures, tired, fallingalseep during the day which resulted in nighttime sleeping Issues. No ?b'aclcingsheet provided. LW E~rnall recieved: am in the Vermont ma rijuana regisb'y, a utilize the?Dlspennry. have suggested a few times to them some strains that work well for me in the hopes thatthey would grow them, they have not?iaken up my suggestions yet. Can you bring some help to this situation The strains thatl hays suggested to them include: Juicy Fruit, Aurora indioe, God Bud, and Blackberry Kush. The - dispense ry grows White Rhlno which works well for me, however it is not always available, and it Is always good to use variety so as not to build upa tolerance." LW Your dispensary has had serious ongoing inventory problems which have affected my access to medical marijuana to treat my medical condition. This problem has been going on for quite some time a nd it seems to be continuing and worsening. I wrote to your manager -n ?and reported to herthat i was completely out of medical marijuana, a nd once again suggested to her soalns thatl know work for my oon ition. At that time she said that White Rhino Would be available in laterJanuary and that she had her rna nagors approval to set aside one- hell: ounce for me. Now today I come to ?nd out that you can only set aside one-fourth ounce of White Rhino for me. How can such a supply problem be allowed to continue for so long We undercand that you have accepted many new customers and that is a part of your supply problems. What aboutyour long standing customers Should they be impacted as a result of you growing your customer base Shouldn?t you have Increased your inventory prior to growing your customer base When will your inventory come into bala nce with your customer?s needs What lithe local pha miacy did not have a nd keep on he nd enough prescription mods for patients who are being treated for diabetes, or arthritis, or (?ll in the blank) Do you realize the impact and stress you are caIJsEng me a nd your other customers '2 Please note that I have written to you managers - for about a year-and-a-half making suggestions for strains that I know work for me, and roan provide you copies of this correspondence if you wish. I need strong lndica strains such as White Rhino, God Bud, -1 Big Buddah Cheese, Gland Daddy Purp, Alien Dawg,? Juicy Fruit, Aurora India, and Blackberry Kush. I requestthot you respond to my questions and concerns. 1 have an a ppointment o_nd 1 expectyou to ful?ll the promise made to me?by your manager ?n addition, I requested and need 6 gra ms of Indira Hash. We are fortunate to live in a state that recognizes the need for medical marijuana for treating certain conditions of It's citizens. Now it is time for you to do your part in ful?lling the needs of your medical customers. {email to Lindsey and Gov Shumlin} LW Since October has been getb'ngtoid that she has to wait for productto grow, should be rea sly by end of November, then end of December, then the end of January. Frustrated that the product that works for her has rm been in stock for months. They don't have the strains that work for her. Out of :15 strains, only 2 or 3 work for her. Worker said would hold 1,12 ounce of different product for her appoint-rams on "anther: told herwhen she called wretchedule appoln?bnoht a nd con?rm appointment thatthey no longer were able to sell berths #2 ounce by were holding for her and that she was only able to purchase 14"8 ounce at a time- And now they will never have the strain thatworksfor her because it 551:0? hardto W- Strain is. Product used to be moistand ?big? now productissmall and dry,tums to ?dust" MB r. Had an appointment card that specified .5 his appointment date. Arrived at-to ?nd out they were closed. Never received a MB reminder call Until he arrived back home and the reminder call said his appolno'nent was scheduled to {the next day}. do: not have productfor I?old or existing" patient. They are giving itto the "new" patients. They houldn?t be allowed to have more patients designate them ifthev don?t have the supply and product forthe current patients." MB stem of dispensing clones. Mildewv clones. ?Ragged scaaps?. Don't grow. UM crowded [too ma ny patientsl-?io longer lets patients know when a limited reserve is available, never gets a call back. Does not get a warm fuzzy welcoming feeling from the employees. The State ls allowing too many people to sign up forthe registry/?- A lot of people selling the dispensary product on the street. Only 2 kinds of ma rijuana available. Points systemic a crack, the dispense ry will end up getting sued over this and not everybody wants to get a t?shirt saying where they get their produttfa dvertise for the dispense rv. . MB 1J4 oz bags with sticks, rec?d 2 Ir'Bths instead but now won't let him do that, cutting tops ofthe buds off [the been: part), messing with the MB product, charging too much for the quality of the product, messing with peoples medicine. -cailed and advised he is very upset with -le has found Sour flush, which works well for him and when he an-ived at-for his recentappointment-advised him that they are out of the product and will not have anymore for 90 days He said .advised that with the restridions that DPS puts on them, they are unable to meet the demand needed forsorne products. He is upset beta Use he depends on the CG product as a medicine. a nd it is un?fairto patients who need these'produets forthem to not have it avaiiable. .caiied and advised it's unfair that the dispensary shouid be ableto cha rge outrageous prices oompa red to the rest afthe country. She also advised that?s very unprofessional. she keeps beiogtoid she will geta oail back and then no one ails her back. Called twice in 2 weeks for speci?c product; was told it was available,shows up toappointment a nd the product is not available. Help is changing a nd he?s not impressed with the help. MB Quality assurance and quality oono-oL forinstance is sent through a clearing house for QC. Need cleaner products. Third pa rty testing needed-much more knowledge than - Quality issues with back. m- LW [Faded very upset, advised the ciones she just received from .?ed as soon ?as she got home and when she sailed lo report this, she a vised she was told that there was nothing; they oouid do as they don't stand behind the product once its left their premises She advised she spoke to the woman there who ?hands out the clones? and the empioyee advised herthat they have ha :1 numerous complaints a boutthose ciones. also advised that she used her Debit Card to makethe purchase for the ?rsttime ever, audit charged her an additional $735 that they di not inform herabout. I mmature plants were provided to ?and be harvested in the had two weeks. Possible location Three months ago. Harvesting today. LEW irresponsible; high CED good for sleep, anxiety, in?emmtion: Capsules, accounting mistakes up to $150 discrepencv kid with?s a patient himself, looked in to it and he realized they did not ever change him 5150; not a ble to identify more private booth, need to change the. curtain to somehtinzwith subsunsiai, edibies need to have can labeled, balanced bit 101 no. edible: with high CED, Queen City concentrate high THC, Doesn?t know dosing guidelines, didnt receive $50 coupon for receiveing card last year or the ?rst year. Indioa 10mg sour kush capsules Wants high {23.0 in product but product doesnt have C3D labeled on it. WAnts high CBD and {ow THC lounge. - UW Complaint Log Date Time Phone Patient Name Cali taker initials Notes Patient stated that Fis not a good dispensary, has no product, and complains about not eing able to get product." She did not give me her name MB or ID umber, just wanted th form from the website to change back to - vomplaint Log A Patient Name ms Notes Call taker 'inio'als M3 Product has gone downhill Dissatisfied with product s?lectioh, barely anything is available, not offering seeds or clones MB Extremely dissatis?ed with product, burned his throat. He advised what he purchased was notwhat ?rt is supposed to look like and he cannot use such poor quality product. He thinks the state should regulate the quality ofthe product dispersed. Stated the Lemon Haze strain he purchased looked extremely amateur. 1 CG theytold them ifhe didn't like it to go somewhere else. They weren?t professional. They were rude about it. l'product is old, didn't work for the When he mentioned itto 2 weeks. .told him notto email because they don't get them even though their website says to emaii for an appointment efusing him an ap ointment. He?s not getting return calls or emails for 1.. telling her that the State [the mandates their prices. -prices are too high. No sliding fee scale. No dispensary close to her. - Called to advise that he has to switch dispensaries because he wasso uh pleased with the ?ower product that -provided him with. He advised - when he smoked the flower, it tasted and smelled like a the by product ofthe chemicals that they were Using on it. He also advised his displeasure that -Jolicy is that once a package is open, you cannot return it or get your money back whetheryou are dissatis?ed with the product or not. CG 9:10 AM m1 As he is unable to speak clearly on the phone, his wife called for him to explain his complaint-1&5 not had the product-needs available for 3 weeks now. What they do have available, they have "cranked? the price up on, and what is available is so old and dry that it burns almost instantly without effect. They also advised that because it is so old and dry, it's not weighing what it is supposed to. . CG called tosee what he would need to do to switch dispensaries because . -ever seems to have any of the Indica prod not that he needs for his medical issues He said the lack of product is an ongoing issueforthem. CG onstantly out of product. MB Patient doesn?t now ifthey are receiving a delivery on -r not. routinely does not provide an estimated delivery time. hung up on patient trying'to schedule delivery. Changing ted she had to go to Canada and pick up more product. LW called and advised that-yes unable to schedule him an appointment for Zweeks. He advised that this is not timely access to his medication and he is notimpressed. He said thatwhen he tailed, thewoman who answered the phone apologized that it?s such a iongwait, butthat they are unableto handle the amount of patients that th ey currently have. CG 9:47 AM Quaiity assurance and quality control. in CA for instance MMJ is sent through a clearing house for QC. Need deaner products. Third party testing needed.- much more knowledge than -Quality issues with .and-More LW issues with-than-Switching back to- -cal ed inquiring about how to change his dispensary. He advised that he is dissatis?ed with-asthey never seem to have the product he needs, and he advised thatthe cannot keep up with the demand oftheir patients. CEG lied and advised she is unhappywith -She advised that they have now made it so that Patients can now only purchase a maximum of 3.5 grams per appointment, and they not dispense more than that. She is also displeased that th ey no longer schedule appointments on-or CEG advised that-will oniy aliow a pedent to purchase 3.53 per appointmentonly aiiows 1 appointment perweek, and oniy has istrain available. The 1 strain available is a Sativa strain and they have no Indica strains available, which he prefers lndica. MB a message over the weekend, stating that-frequently runs out of product and she wouid like to switch to a better diSpensary. I have left a message for her to oail the Registry with speci?cs. MB -calied to express his displeasure with -He advised he calls them all the time and they never answertheir phone, and he leaves several messages and they never ceii him back. He advised most times it takes him 5 or 6 tries to get in touch with someone at the dispensaryto scheduie an appointment, and they never return his mesmges. He also advised he is very displeased with the productthey' are put out, as he has had to return immature product several CEG times. He feels thatthe employees there are not knowiedgable enough. 2 weeks for app0intment3'0es not have management experience. No inventory. Weekly patient appointments during shortage, why is this aiiowed when i only go once every other month. LW lied in to advise that we need to he doing customer satisfaction surveys, because none of the dispensaries are being run and managed how they should be. He advised he is goingtotry to schedule a meeting with the tee Commisione r. To Whom It May Concern, I have attempted to contact -everal times about an issue I have with one of its products (malfunctioning oil cartridges it sells) but the company does respond. Is there a customer complaint service that I can co ntaCt in order to resolve this matter? LW Small labeis, THC levels lower over the past few months, should be able to get samples, knows he can switch dispesnaries but didn?t lmow'n- was open-claiming testing data is false because theTl?lc results are low. Wants at least 18% and the marijuana is probably only 10%. He cant read label to see whatthe THC percenta is He believes the testing data is correct because the THC level is [omilaimingihev have great marijuana but it is not. Ripping patients off since they opened. The state needs to do something LW because they are ripping off medical patients. _did not have the product she was looking for. In trying to ?nd out when itwould be available the customer service rep eventually hung up on the patient Patient stated that was rude and as seemed disorganized and quality is worse than before. Has been a patient for a few KE yea rs. Will likely switch dispensaries Feels like 5 blowing her of? Left messa e, no call back. .saicl she would cal er next week, but wouldn't take rder or schedule an appointment. Feels like they prioritize walk-in customers over delivery. ?Why KE can?t they hire a second delivery driver?" Ordered a clone last week and was told he could pick it up - Called on. and was told there were no appointments available idn?t have any delivery appointments availa ble. Feels like they need a second delivery driverifthev can?t serve all their patients KE State of Vermont - . Department of Public Safety Marijuana Registry - {phone} 802?241-5115 45 State Drive ?ax] 802-241-5230 Waterbiny, Vermont 05671?1300 {email} DPS.MJRegistry@vermonLgov WW. (1135 .ver mo ntgov NOTICE on - . On the Depattment of Public Safety perfonned an on-site assessment of? _for the purpose of determining compliance with 18 Chapter 36 and the Rules Regulating Cannabis for Relief. During the assessment, the Depattment discovered the following. items not in compliance with the Rules: 9 The Dispensary Personnel ?les of _ere found to'be incomplete, as they did not contain a job description or an employment contract, as required in Section 6.11.5.3 of the Rules. a .33 found to be serving a patient using an old. ID card and old number, which did not have? designated as the patients registered dispensaiy, violating Section 6.1.11 of the Rules. . A posting ?advised of limited purchasing amounts of product available to patients, resulting in non? compliance with Section 5.9.1.2 of the Rules. . These items represent acts of non-compliance pursuant to Section 6 of the Rules Regulating Cannabis for Relief. The Department may, suspend or revoke a dispensary" 3 registration certi?cate for dispensaries found . to have violated the provisions of Subchapter 2 of Title 18,.Chapter 86 or the Rules governing the operations of a registered dispensary. Therefore, future like conduct will result in further enforcement actions including revocatiOH or suspension of-rcgistration certificate and/or revocation of registry identi?cation card held by Per section 6.9.4 of the Rules Regulating Cannabis for Relief, the dispensary. shall notify tile Department in writing with tat-postmark date within 20 business days of the date oftbe notice identifying the corrective actions taken andtbe date of the correction. Cont tine with any questions regarding this? matter. Lindsey Well Marijuana Program. Administrator 1 Co: Entity ate Avast/[ONT .. ~A?u .. State ofVermont? . . . Department ofPubiic Safety Marijuana Registry [phone] 802-241-5i15 45 State Drive . {fax} 802-241?5230 Waterbury, Vermont 05671-1300 {email} ossmsegisuvevermontgov NOTICE OF VIOLATION Oil?the Department of Public Safety performed an assessment of? !fot the purpose of determining compliance with 18 V.S.A. Chapter 86 and the Rules Regulating Cannabis or Relief. During the assessment, the Department discovered the following items in violation of the'Rules: .o Pesticide usage in violation of the Agency of Agriculture, Food and Markets pesticide regulations; - 110 instances of deliveries to 25 whose physical?address was not transmitted to the DiSpensax-y from the Vermont Marijuana Registry a Labeling of infused products did not contain the weight of marijuana contained within the product in grams or ounce units; a Video Surveillance monitoring all areas containing marijuana. Alterations were made'to the layout without communication to the VMR for assessment of safety and security; a Trip Tickets did not contain all required infoimation; .- Personnel ?les were not up?to-date. An employee- did not have a personnel ?le available for inspection; . I The Dispensary failed to implement personnel policies and practices by not providin training addressing con?dentiality; preper use of security measures and controls;?and, how to reSpond to an emergency, - including robbery or violent incident to each employee at the time of his or her initial appointment; Delivery records did not contain all required information. These items represent acts of violation pursuant to Section _6 of the Rules Regulating Cannabis for Relief. The Department may suspend or revoke a dispensaiy?s registration certi?cate for dispensaries found to have violated the provisions of Subohapte; 2 of Title 13, Chapter 86 or the Rules governing the operations of a registered dispensary. Therefore, future like conduct will result in further enforcement actions including revocation or 0 suspension of-registration certificate and/or revocation of registry identification card held by Contact me with any questions regarding this. matter. (1W ?94 . Coultney Gaboriault Administrative Services Coordinator Cc: Lindsey Wells. Marijuana Program Administrator Entity ?le State of Vermont . Department ofPuinc Safety Marijuana Registry [phone] 802?24i?'5115 45 State Drive - {fax} 802?241?5230 Waterbury, Vermont 05671-1300 [email] DPS.MJRegistty@vermont.gov W.dns-.vermont.aov - lie?Notice ofViOIa?on This letter is to provide additional information related to the Notice of Violation dated -One of the violations noted was pesticide usage. Pesticide operations did not appear to be in compliance with the regulations ofthc Vermont Agency of Agriculture, Food Markets. Products, trainino, and storage requirements should be reviewed at Agency to ensure compliance. has until to provide documentation that has made contact with the A one and rovide a plan to comply with the Agency?s regulations as they 1elate to pesticides -has until ?to provide documentation that all requirements pertaining to the Agency pesticides regulations have been satis?ed. Contact Cary Giguere at (302) 828? 6531 01 Linda Boccuzao at (802)828? ?6417 at the Vermont Agency of Agriculture, Food dc Markets to address this violation. . Documentation of the co active actions taken and the date of the corrections related to the following violations is due . 110 instances of deliveries to 25 registered patients?fcaregivers? whose physical address was not transmitted to the Dispensary from the Vennont Marijuana Regisoy Labeling of in?ised products did not contain the weight of marij uana contained within the product In gains or ounce units; Video Surveillance monitoring all areas containing marijuana. Alterations Were made to the layout Without communication to the VMR for assessment of safety and security; 6 Trip Tickets did not contain all iequired information; - Personnel ?les W616 not up~to? ?date An employee I_did not nave a personnel ?le available for inspection; . The Dispensary failed to implement personnel policies and practices by not providing training addressing con?dentiality; proper use of secuiity measures and controls; and, how to respond to an emergency, including robbery or violent incident to each employee at the time of his or her initial appointment; a Delivery records did not contain all required icfmmation Failure to provide the requested documentation lay?may affect the renewal ofyour registration certi?cate. . . Contact ourtney Gaboriault with any questiOns Legaiding this mattei Lindsey p/de Maiijuana P1 ooram Administi ator Cc: Courtney Gabonauit, Admir?strative Services Coordinator Entity tile State of Vermont Deparnnent ofPubiic Safety Marijuana Registry {phone} 802?241?5115 45 State Drive ?ax] 802441?5230 Waterbury, Vermont 05671-1300 {email] DPS.MJRegist1y@vermont.gov INSPECTION NOTICE . On Department of Public Safe ersonnel, Kyle Emerson and Lindsey Wells, performed an on?site assessment of the location in- for the purpose of determining compliance with the requirements contained in Title 18 Chapter 86 and the Rules Regulating Cannabis for Relief. N0 Violations were identi?ed during this on?site assessment, speci?cally related to security requirements, ID cards for on-site employees, and product transfer trip tickets. Based on the information reviewed during the on?site assessment, Mr. Emerson and Ms. Wells determined. was in Compliance with Vermont law and Rules regulating the program. Sincerely, aw Kyle Emerson Administrative Services Coordinator State of Yemeni: . Department ofPuinc Safety Marijuana Registry I [phone] 802:241?5115 45 State Drive Hex} 802-241-5230 Waterbury, Vermont 05671?1300 [email] mvw?nswemonteov Re: Site Assume? NOTICE OF ASSESSMENT On,- the Department of Public Safety_ Vermont Marijuana Registry staff, Lindsey Wells and Courtney Gaboriault, performed a site assessment of? located at Pursuant to Section 6. 9, of the Rules Regulating Cannabis for Relief a site assessment was for the purpose of determining compliance with 18 A. Chapter 86 and Rules adopted by the Department. Dating the assessment operating documents were reviewed These documents included oversight procedures of the Dispensary, personnel records, and procedures to ensure accurate and con?dential recordkeeping, as required by 18 V.S.A. 4474eCd) and Section 6.11 of the Rules. As a result of the information reviewed during this site assessment, it was?determined-Was in compliance- with 1 8 V.S.A. Chapter 86 and the Rules. No corrective actions are required at this tithe. - Please contact me with any questions regarding this matter. Sincerely, CW (93/96715ij Gourmey Gaboriault Administrative Services Coordinator (802) 2416231 Coultnov. Gaboriault@vermont.agg